Integrating ServiceNow with Microsoft 365 applications for Employee Experience

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Integrating ServiceNow with Microsoft 365 applications for Employee Experience

    This integration enables ServiceNow Employee Center to extend its employee experience capabilities across Microsoft 365 applications, including Microsoft Outlook, Microsoft Office 365, and Microsoft Teams. It transforms the former ServiceNow for Microsoft Teams integration into a broader ServiceNow for Microsoft 365 solution, unifying employee interactions within these widely-used Microsoft platforms.

    Show full answer Show less

    Prerequisites

    • You must have external app install admin permissions on your ServiceNow instance.
    • Installation and deployment of either IT Service Management for Microsoft 365 or HR Service Delivery for Microsoft 365 are required.

    Integration Process

    For Pre-Published Apps

    • Upgrade to the latest version of IT Service Management for Microsoft 365 or HR Service Delivery for Microsoft 365 by installing the corresponding plugin.
    • Regenerate and download a new manifest file from ServiceNow to enable Microsoft 365 integration.
    • Upload this manifest file into Microsoft Teams to complete the integration.

    For Self-Configured Apps

    • Upgrade your plugins as above.
    • Update client IDs in your Microsoft Azure application to authenticate users accessing Employee Center within Microsoft 365 applications. Different client IDs are provided for Microsoft Teams (mobile/desktop and web), Microsoft 365 (desktop and web), and Microsoft Outlook (desktop, web, and mobile).
    • Regenerate and download a new manifest file.
    • Upload the manifest file into Microsoft Teams.

    Key Actions

    • Regenerate and download the manifest file from your ServiceNow instance to enable Employee Center within Microsoft 365 apps.
    • Upload the manifest file into Microsoft Teams to activate the integration.
    • Update Microsoft Azure configurations to authenticate users properly across Microsoft 365 applications.

    Benefits for ServiceNow Customers

    By completing this integration, customers unify employee service experiences across Microsoft 365 tools, improving accessibility and streamlining workflows within familiar Microsoft environments. This setup supports enhanced employee engagement and productivity by embedding ServiceNow’s capabilities directly into the applications employees use daily.

    Set up your ServiceNow Employee Center instance to integrate Microsoft 365 applications.

    Important:

    For upgrading existing Microsoft Teams capabilities to Microsoft 365 applications, follow the steps given here.

    The ServiceNow Employee Center integration with Microsoft Teams extends its capability to enable integration with other Microsoft 365 applications, bringing the ServiceNow employee experience to Microsoft Outlook, Microsoft Office 365, and Microsoft Teams together.

    Prerequisites

    Before integrating Employee Center with your Microsoft 365 tenant, ensure that the following prerequisites are met:
    • You have the external app install admin (external_app_install_admin) permissions on ServiceNow.
    • You have installed and deployed one of the following:
      • IT Service Management for Microsoft 365
      • HR Service Delivery for Microsoft 365

      For more information on how to install IT Service Management with Microsoft 365 or HR Service Delivery with Microsoft 365, see Integrating ServiceNow with Microsoft Teams and Microsoft 365.

    Integration process for pre-published apps

    1. Upgrade to IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 by installing the latest IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 plugin.
      Note:
      For more information on activating plugins, see Activate a plugin.
    2. Regenerate and download a new manifest file for Microsoft 365.

      For more information on how to generate and download the manifest file, see Create and download manifest file for Employee Center and Microsoft 365 integration.

    3. Upload manifest file in Microsoft Teams for Microsoft 365.

    Integration process for self-configured apps

    1. Upgrade to IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 by installing the latest IT Service Management for Microsoft 365 / HR Service Delivery with Microsoft 365 plugin.
      Note:
      For more information on activating plugins, see Activate a plugin.
    2. Authenticate users to access Employee Center in Microsoft 365 applications by updating the client IDs in the Microsoft Azure application.
      Table 1. Client IDs
      Application Client ID

      Microsoft Teams mobile/desktop application

      1fec8e78-bce4-4aaf-ab1b-5451cc387264

      Microsoft Teams web application

      5e3ce6c0-2b1f-4285-8d4b-75ee78787346

      Microsoft 365 web application

      4765445b-32c6-49b0-83e6-1d93765276ca

      Microsoft 365 desktop application

      0ec893e0-5785-4de6-99da-4ed124e5296c

      Microsoft Outlook desktop application

      d3590ed6-52b3-4102-aeff-aad2292ab01c

      Microsoft Outlook web application

      bc59ab01-8403-45c6-8796-ac3ef710b3e3

      Microsoft Outlook mobile application

      27922004-5251-4030-b22d-91ecd9a37ea4

      For more information on updating the Microsoft Azure application and authenticating users, see Create Microsoft Azure application and authenticate users to access Employee Center in Microsoft Teams.

    3. Regenerate and download a new manifest file for Microsoft 365.

      For more information on how to generate and download the manifest file, see Create and download manifest file for Employee Center and Microsoft 365 integration.

    4. Upload manifest file in Microsoft Teams for Microsoft 365.